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You pick up the phone, dial 1300-here-we-go-again, sift through the recorded option menu, and wait, wait and wait some more. By the time there’s an answer on the other end, you’re not sure whether you’re more furious about the reason for the ...

The dramatic spike in consumer complaints to the Telecommunications Industry Ombudsman demanded Innovative and imaginative regulation to head off a crisis in confidence as the pace of NBN migration grew, Macquarie Telecom Group Executive Luke Clifton...

The industry response to the latest TIO complaints figures showed a dangerous complacency, and suggested regulators and policy makers will soon need to “call time” and intervene more aggressively to protect customers, Group Executive, Macquarie T...